Troubleshoot installation problems with InDesign CS4 (Windows XP)

• Beginning troubleshooting
• Intermediate troubleshooting
• Advanced troubleshooting

This document can help you resolve problems that interrupt the installer for Adobe InDesign CS4 on Windows XP. These problems can manifest themselves in many different ways, including (but not limited to) a frozen cursor or screen, or an error.

Please note that this document does not address problems related to serial numbers. For these problems, contact Adobe Customer Services. To contact Adobe Customer Service in your region for assistance, visit the Adobe website at http://www.adobe.com/, select your region from the menu at the top of the page, and then click Contact Us.

Different factors can interrupt the installation of an application, including the AutoPlay feature in Windows, a conflicting application, incorrect data in the Windows registry, or hardware problems. Although a system error may occur only when you work with Adobe InDesign CS4, Adobe InDesign may not necessarily be the cause--it may be the only application that uses enough memory or processor cycles to expose the problem.

To get the most from this document, perform the tasks in order. Keep a log of the tasks you perform and the results of each, including errors or problematic behavior. Adobe Technical Support can use this information to better assist you, should you need to call.

Note: The procedures in this document are based on the default interface of Windows XP. If the interface is customized, some procedures may vary. For example, a commonly encountered difference is the navigation to Control Panel from the Start menu: You may navigate Start > Settings > Control Panel instead of Start > Control Panel. Additoinally, the procedures in this document assume you are using the Classic View of the Control Panel: To view the Control Panel in the Classic View, click Switch To Classic View on the Control Panel navigation bar on the left side of the window.

See "Show hidden files, hidden folders, and all file name extensions in Windows Explorer (Windows XP)" (TechNote kb404856) for details.

The tasks in this section can help you resolve the most common installation problems. Before performing any of these tasks, back up all personal files.

Adobe InDesign CS4 may not run correctly on a system that doesn't meet the following requirements:

Windows

• 1.5GHz or faster processor
• Microsoft Windows XP with Service Pack 2 (Service Pack 3 recommended) or Windows Vista Home Premium, Business, Ultimate, or Enterprise with Service Pack 1 (certified for 32-bit Windows XP and Windows Vista)
• 512MB of RAM (1GB recommended)
• 1.8GB of available hard-disk space for installation; additional free space required during installation (cannot install on flash-based storage devices)
• 1,024x768 display (1,280x800 recommended) with 16-bit video card
• DVD-ROM drive
• QuickTime 7 software required for multimedia features
• Broadband Internet connection required for online services

For updates to system requirements, visit www.adobe.com/products/indesign/systemreqs.

Dust or dirt on a DVD can interfere with installation and prevent the DVD-ROM drive from recognizing the DVD. Examine the Adobe InDesign DVDs for dirt, dust, or fingerprints. Gently wipe the bottom of each DVD from the center outward with a soft, lint-free cloth.

Verify that the DVD-ROM drive can read other DVDs. If it can't, examine the DVD caddy or loading tray for dirt, and clean it with a lint-free cloth. If it still can't read other DVDs, contact the DVD-ROM drive manufacturer or the computer manufacturer.

If the tasks in the previous section don't solve the problem, then try the following intermediate troubleshooting tasks.

Software and services that load automatically with Windows (for example, virus protection utilities) can conflict with the InDesign CS4 installer and cause problems in InDesign CS4. To prevent conflict, reinstall InDesign CS4 while Windows is in simplified mode doesn't resolve the issue, try installing and running InDesign CS4 on a different computer, or on a different hard drive.

To copy the InDesign CS4 install files to the desktop:

To start Windows XP in a simplified mode:

To re-enable startup items and services:

Windows and applications store working data in temporary (.tmp) files that they create on the hard disk. Excessive or outdated temporary files can interfere with performance of Windows or applications.

See "Delete temporary files using the Disk Cleanup utility (Windows XP)" (TechNote kb404871) for details

See "Repair and defragment hard disks (Windows XP)" (TechNote kb404981) for details.

Use current anti-virus software (for example, Symantec Norton AntiVirus or McAfee VirusScan) to check the system for viruses. Virus infections can damage software and cause system errors. For more information, see the documentation for the anti-virus software.

Try to install Adobe InDesign CS4 on a different computer to determine if the problem is unique to your computer. If you are able to install Adobe InDesign CS4 on a different computer, contact the computer manufacturer. If the problem occurs on multiple computers, contact Adobe Technical Support.

You can see if other Adobe customers have a similar problem by visiting the User to User Forums at www.adobeforums.com. If you confirm that other users have experienced the same problem, then Adobe Technical Support may be able duplicate and research the problem. Otherwise, refer to the system-related or hardware-related help.